Broadband FAQs

Who supplies my broadband?

We use Virgin Media and Sky Broadband to supply your broadband – two of the best broadband companies in the country. We’re the only Bill Splitting company able to offer both Sky Broadband and Virgin Media directly to tenants.

For our Sky Broadband customers, please note that our partnership is with Sky Business (not domestic). We’ll provide you with any contact info if you need it – please don’t call Sky domestic directly.

How much does my broadband cost?

That depends on how long your contract is, which provider is serviceable in your area and what speed you choose.

Once you get a quote you’ll be able to pick and choose these various options to tailor make your own package. You can get a quote here. Or give our customer advisers a call on 0191 622 0097 and we will be able to talk you through your options.

What speed is my broadband?

If you’re in a Virgin Media serviceable area, you can pick a broadband package with an average speed of:

– 100mb
– 200mb
– 350mb

The more people in your house, the faster your internet will need to be.

Where Virgin Media isn’t available, we’ll let you know what speeds you can get from Sky Broadband.

Are there any download limits on my broadband?

No. Our broadband packages include unlimited downloads so you never have to be slowed down.

What do I do if my broadband stops working?

Please get in touch with our customer support team via phone, email or livechat, and we’ll be able to talk through any technical issues, arrange an engineer or put you through to the best team to help you.

When you get in touch it is best to be next to your Broadband router for troubleshooting.

Will I need to pay for installation/activation?

Most people live in properties that have already had Virgin Media. In these cases, there is a small fee of £20 to get your Virgin Media SuperHub 3 sent out to you and activated. However, this cost is already factored into your quote. Don’t worry – you won’t be hit with any one-off charges.

If your house hasn’t already had Virgin Media, then we will need to get an engineer out to wire up your property. In this case, our customer service team will get in touch to let you know when this will be.

Sky Broadband customers will also have an installation fee, which will be included in your quote and added to your Fused Bills account. If you’ve got any questions about these charges, please get in touch with us via phone, email or livechat.

What happens if I miss my delivery or installation?

If you miss the delivery date for your router, the courier company we use will try and deliver the next day. They will also leave a card, which will give you instructions on how to arrange a new delivery slot. They will send you a SMS the day of delivery advising you when they are 15mins away.

If you miss a manned installation (e.g. an engineer appointment) give us a call straight away. We will rearrange you another installation, but there may be a bit of a delay as we will have to find a new slot where the engineer is free. If you missed an engineer appointment there will be a charge from our internet provider partners, unfortunately – this will be added to your Fused Bills account.